Customer service bots aren't about removing human agents from the equation—they're meant to provide benefits to agents and customers alike
Businesses with a VoC program boast higher customer satisfaction, and have a better reputation when it comes to customer experience
Companies that serve a global customer base are increasingly putting WhatsApp at the center of their omnichannel support programs
As the holidays rapidly approach, companies that want to avoid ending up on their customers’ naughty list are taking stock of their customer service and support departments in advance of the holiday rush
For support leaders focused on providing a rock-solid customer experience, it's important to know the differences between live chat and messaging—and when to use them
With the omnipresent threat of competition nipping at Bolt’s heels, the ride-sharing company keeps its mission pretty simple: offer fast, simple, and effortless service. The goal is for riders and drivers to share a seamless experience that inspires loyalty on both sides.
Being able to provide a top-of-the-line product is only half the battle. As the days progress and technology advances, so will our customers’ expectations.
Don’t let your customer service team miss out on the opportunity to turn every negative interaction into a positive one. Take a look at how a service recovery program can help.
We seem to agree that a sense of customer empathy should be embedded into our day-to-day work, but turning that intention into a strategy and unified organizational vision is an essential evolution of that idea
Zendesk's redesigned partner program is eminently flexible, helping partners drive customer engagement and deliver great customer experiences
Customer experience is the bottom line when it comes to decision making. But how do we know we’re making the right choice?
Customers are king and in order to treat them like royalty, your customer service team needs to deliver the best experience every time
7 out of 10 consumers would like to message a business. Global messaging platforms have recognized the opportunity and have all opened their doors to messaging
Marketplaces are an incredible resource with nearly limitless possibilities, but they can be overwhelming and confusing if you don’t know what to look for
As one of the world’s largest grooming and beauty subscription services, Birchbox is obsessed with giving customers a personalized, white-glove experience
The team at InVision explains how they reaped the benefits of an engaged user community, now an essential component of their business strategy—for support and beyond
In order to effectively deploy exceptional customer service solutions, there are five key phases of implementation that every company should consider
We're wrapping up summer and preparing for fall with some brand new integrations
Your customer support technology should evolve with you as your business scales and changes. Use these steps as a map.
Customer support leaders need to create an agent training process that's simple, repeatable, and scalable. Here's how.
